Terms and Conditions

General Conditions

The information that appears below presented in eight chapters summarizes and defines the general conditions that rule the operations of the travel agency Cubantravels.com. Once the customer starts the trip arrangements through the Cubantravels.com web site automatically accepts these general conditions.

Reservations:

So as to start the reservation process, the customer should fill in all the requested information in the identification form.

Every sale channel or product category of the web site has its own procedure to make the reservation of services. This is indicated in each case. The reservations are made online or on request via e-mail.

In case of change of names or any other identification data that do not imply service change, it should be notified in advance to make the necessary arrangements. Those changes can only be sent 15 days before the arrival and are subjected to confirmation. It may be possible that a service provider does not accept the change for any reason.

The registered data in the service and insurance vouchers that the customer receives when arriving to Cuba should coincide with the reservation data as well as the information that appears on your passport. Cuban-Travels.com will not be reponsible for the problems that may arise if the information given is not the same.

The change of identification that implies changes in the service are explained and defined in the item Changes and Service Cancellation.

The last-minute reservations are accepted and will be answered within a period no longer than 72 hours with or without the service confirmation and with the conditions applied to those cases.

Prices, Confirmation and Payment:

The prices published in the web site or sent via e-mail are in USD, except that any other currency is specified.

Prices can vary without prior warning, rise or drop, but are only valid for the new reservations.

The confirmations of the requested services with their corresponding prices are made On line or via e-mail and are accompanied by the reservation number that will identify the customer in the Cuban-Travels.com operation system.

Once the requested services are confirmed, there are 7 days available to pay or notify the total payment unless a different date is specified. If the total amount is not paid in the arranged date, Cuban-Travels.com has the right to release the reservations made.

Changes and Service Cancellations:

The changes made to the already confirmed and paid services will have a 25.00 USD charge per change. Those changes can be sent only 21 days prior to the arrival date and are subjected to confirmation.

It may be possible that a service provider does not accept changes, in that case, the change is considered as a cancellation.

The cancellations of already confirmed and paid services made over 30 days before the arrival date are charged 15% of the total amount paid. The cancellations made with 30 days or less and before 15 days are charged  30%. The cancellations made with 15 days or less and before 7 days are charged 50%. The cancellations made with seven days or less are charged 100%.

Once in Cuba, the services not used voluntarily by the customer are not refundable.

Guarantee and Service Quality:

The services that have been confirmed by Cuban-Travels.com and paid by the customer are prepaid to the service providers and checked before being used by the customer so as to guarantee the service that has been agreed and a fast attention inmediately after the customer's arrival.

Although the over-sales rate in the highest season in Cuba drops to very low rates, it cannot be ruled out the idea that a service has to be replaced by a similar one or another with better quality due to an over-sale. In case this happens, Cuban-Travels.com assumes the expenses to place and transfer the customer to the new service, but does not offer any compensation for this situation.The same policy would be followed if an activity in a given program cannot be performed for reasons beyond Cuban-Travels.com control. In case a service is suspended for bad weather conditions or any other reason beyond Cuban-Travels.com control and therefore it is impossible to replace, Cuban-Travels.com will follow the refundable fixed by the service provider for these cases.

The Cuban-Travels.com periodically checks with visits or through references and surveys the quality of the services offered in the web site as well as the updating of pictures, information, etc, that are pusblished. However, considering that Cuban-Travels.com offers a great variety of services throughout Cuba that sometimes makes it difficult to be updated on the last-minute details or changes that each and every one of the installations Cuban-Travels.com works with may have, it is cleared up that there could be a difference or omission between the content of the web site and the real facts at any time. The Cuban-Travels.com staff works nonstop to update and improve the web site so as to provide its customers with all the kindness and services that Cuba has, with the most updated information.

To a great extent, on account of the quality standard differences that there are in the world, it may be possible that a person expects to have a better quality service than what he receives or viceversa, receives a better quality service than what he expects; in any case, we beg our customers to understand and please, give priority to the enjoyment of the Cuban charms.

It is unlikely that the customer faces problems with the service provider that are not assistted and solved urgently, if this is not so, the customer should leave written evidence in the place where it happened. Cuban-Travels.com will analyze the complaint and will send the answer from the service provider manager's office.  If the service provider decides to give a disccount or refund, Cuban-Travels.com will act in agreement with the customer.

We recommend first class services for high-demand clients.

Travel Documents:

The customer is responsible to guarantee the required documents for the arrival and departure of Cuba. The corresponding visa, the updated passport, and the round trip ticket or continual are essential documents for the trip. Cuban-Travels.com is not responsible for the problems and/or expenses that the customer has for failure to comply with the Cuban migratory and custom laws. For further information, consult Migratory and Custom Regulations.

The customer is responsible for checking and reconfirming the departure of the flight as it is specified on the ticket. Cuban-Travels.com will not be responsible for the expenses that the customer may have for the loss, delay or postponement of his departure flight.

Insurance:

The customer must have an insurance that protects him from certain situations such as: accident, illness or civil responsibility, among others, within the territory of the Republic of Cuba. If the services purchased by the customer to Cuban-Travels.com do not include insurance, we recommend you to request it on time. Cuban-Travels.com will not be responsible for the expenses derived from these situations.

Cuban-Travels.com offers the profitable and inexpensive travel and assistance insurance of ASISTUR that covers all the territory of the Republic of Cuba. For further information, consult Travel and Asistance Insurance.

Force Majeure:

Cuban-Travels.com will not be responsible for the total or partial failure to comply with its customers' obligations when those cannot be carried out due to a combination of cases of force majeure or a fortuitous case, understood as such unusual, unpredictable facts or in case they are predictable they are inevitable or derived from an event with a natural character, for reasons beyond Cuban-Travels.com control  and performance. In these circumstances, the refundable policy will be the same as the one that the affected service providers apply with Cuban-Travels.com for not using services.

Conflict solution and Jurisdiction:

Any controversy or difference that appears when executing, interpreting or anything else related to the General Conditions that are presented here should be solved through friendly negotiations between the customer and Cuban-Travels.com.  In case of no possible agreement, the matter will be subjected to the competent court jjurisdiction of the Republic of Cuba. The Cuban law will be applied.